Service Delivery Agent

<div><p>Averda is a leading global provider of integrated waste management and environmental services, delivering innovative, sustainable solutions to some of the world’s most complex waste challenges. Operating across multiple markets, we are committed to transforming waste into value while safeguarding the environment, supporting our communities, and driving operational excellence.</p><h3>Overview of the Role</h3><p>This role is responsible for ensuring a seamless customer experience by overseeing daily operational dispatch and resource allocation. The position develops optimized service routes to enhance delivery efficiency, while ensuring full compliance with Health, Safety, and Environment (HSE) standards.</p><h3>Key Responsibilities</h3><ul><li>Drive the overall customer experience by managing all communication channels (phone, email, social media) professionally and promptly.</li><li>Ensure delivery of monthly operational work plans and prepare monthly, quarterly, and annual performance reports (fuel, manpower, equipment, etc.).</li><li>Resolve all LDSC objectives and customer complaints in a timely manner while improving customer engagement and NPS.</li><li>Execute daily dispatch plans, ensuring 100% route allocation and job completion.</li><li>Allocate vehicles and captains, coordinate with maintenance and government affairs teams, and ensure timely inspections and repairs.</li><li>Report operational issues, performance risks, and regulatory breaches.</li><li>Coordinate with captains and crews and conduct induction sessions for new joiners.</li><li>Monitor daily/weekly planning KPIs and develop route optimization plans to increase service efficiency and productivity.</li><li>Ensure full compliance with Health, Safety, and Environment (HSE) policies and proactively report any safety concerns or violations.</li></ul><h3>Qualifications&Experience</h3><ul><li>Minimum of a Diploma, preferably in Business Administration or Engineering.</li><li>Possess a minimum of three years of experience in the same or a related field.</li><li>Based in Riyadh.</li><li>Experience in a business-to-business and business-to-customer service environments</li></ul><h3>Knowledge</h3><ul><li>The ability to be part of a high performing, coordinated operations support team</li><li>Excellent English- speaking, reading and writing skills.</li><li>Proficient in Urdu.</li><li>Strong analytical skills</li><li>Knowledge of customer services principles and practices</li><li>Ability to analyze trends, consolidate root cause reports and advise on optimum solutions.</li><li>Ability to analyze information and provide value added statistics to the operations team</li><li>MS Applications (Word, PowerPoint and Excel)</li><li>Delivery Management System</li><li>RAMCO</li><li>SAP SuccessFactors</li><li>CRM</li></ul><p>If you think you have what it takes to make the world a cleaner place, if you can see value where others see waste and if you aren’t afraid of a challenge, why not start your journey with us today.</p><p>Averda welcomes candidates from all backgrounds, actively promotes diversity in the workforce, and is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.</p><h3>ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED*</h3></div>#J-18808-Ljbffr